Terms and Conditions for The Secret Garden Rooms, Kirkcaldy.

Effective Date: 25th October 2024

1. Appointments and Cancellations
- Booking: All appointments must be scheduled in advance, either by email, or through our online booking system.
- Cancellation Policy: Clients must provide at least 48 hours notice to cancel or reschedule an appointment. Failure to do so will result in a cancellation fee of 100%
-Failure to pay the cancellation fee will result in any future appointments being suspended.
- Late Arrivals: If you arrive late for your appointment, your session may be shortened to accommodate the next client. Full payment will still be required.
-Consultation: a consultation is included in all treatments as part of the treatment time.

2. Payment Terms
- Payment Method: We accept major credit/debit cards, bank transfer and online payments.
- Payment Timing: Payment is due at the time of booking. For package deals, payment is required upfront.
- Refunds: Refunds are not provided for services rendered. For prepaid packages, cancellations will be subject to a prorated refund minus any cancellation fees.

3. Client Conduct
- Behavioural Expectations: Clients are expected to behave respectfully towards therapists and staff. Inappropriate behaviour will result in immediate termination of the session, and full payment will be required.
- Health Conditions: It is the client's responsibility to inform the therapist of any medical conditions or changes to health. This includes, but is not limited to, allergies, injuries, and pregnancy.

4. Liability Waiver
- Assumption of Risk: Clients acknowledge that massage therapy involves physical contact and assume all risks associated with the treatment.
-Massage therapists at The Secret Garden Rooms are not licensed medical professionals and do not diagnose, prescribe, or treat any medical conditions.
- Massage therapy is not a substitute for medical examination, diagnosis, or treatment by a healthcare professional.
- You agree to disclose and complete a consultation with accurate health information, including any medical conditions, allergies, injuries, or medications, prior to your session.
- Failure to disclose relevant health information may result in adverse effects and you accept full responsibility for any consequences arising from incomplete or inaccurate information.
- While massage therapy can provide relaxation and therapeutic benefits, it also carries potential risks, including, but not limited to, muscle soreness, bruising, and aggravation of pre-existing conditions.
- The Secret Garden Rooms and its therapists will not be held liable for any adverse effects or injuries resulting from the services provided.
- By booking a treatment and completing a consultation, you release and discharge The Secret Garden Rooms and its employees, agents, and affiliates from all claims, demands, or causes of action arising out of or in connection with your participation in the massage therapy services.

5. Confidentiality
- Privacy Assurance: Client information is confidential and will not be shared with third parties without explicit consent, except as required by law.
- Record Keeping: We maintain client records securely for a minimum of 7 years, in compliance with insurance regulations.

6. CCTV
-CCTV cameras are installed in the reception area. Cameras are not installed in treatment rooms or private spaces to respect client privacy.
-Our objectives are the safety and security of clients, staff, and visitors. Crime Prevention: Dissuade and document criminal activity and anti-social behaviour. Incident Investigation: Assist in the investigation of any incidents or accidents that occur on the premises.
-Storage: CCTV footage is stored securely and retained for a period of 14 days, after which it is automatically deleted unless required for an ongoing investigation.
- Access: Access to CCTV footage is restricted to authorized personnel only. Footage will not be shared with third parties except as required by law or for official investigations.
- Privacy: We are committed to complying with data protection regulations and ensuring that CCTV use does not infringe on individual privacy rights.
-By entering the premises of The Secret Garden Rooms you acknowledge the existence of CCTV surveillance and agree to its use as outlined in this policy.

7. Complaints
- Initial Step: If you have any concerns about our services, please discuss them directly with your therapist at the time of the treatment. Many issues can be resolved quickly and informally at this stage.
-Should informal resolution be unsatisfactory, you may submit a formal complaint. Please include your name, contact information, and details of the issue. Formal complaints can be sent via email to thesecretgardenrooms@outlook.com
-Detailed Review: A designated management member will thoroughly investigate your complaint. This may include interviews with staff, a review of service records, and consultation of relevant policies.
-Response: We aim to provide a response within 5 business days of acknowledging your formal complaint. If more time is needed, we will update you with a revised timeline.
- No Refund Policy: Please note that we do not offer refunds for services rendered. Depending on the situation, resolution actions may include an apology, corrective service, or policy adjustments to prevent future issues.
-Client Satisfaction: Post-resolution, we may follow up to ensure your concerns have been adequately addressed and gather additional feedback to improve our services.

8. Gift vouchers
-Availability: Gift vouchers can be purchased online through our website or via email. We accept bank transfer and online payment methods for the purchase of gift vouchers.
-Booking: Gift vouchers can be redeemed by scheduling an appointment via email in advance, mentioning the voucher ID during the booking process.
- Services: Vouchers are redeemable for any massage therapy services offered by The Secret Garden Rooms unless specified otherwise on the voucher.
- Partial Use: If the voucher amount exceeds the cost of the service, the remaining balance can be used for future services. No cash change will be given.
-Expiration Date: Gift vouchers are valid for a period of 12 months from the date of purchase, unless otherwise stated on the voucher. No extensions will be granted under any circumstances.
-Transferable: Gift vouchers are transferable and can be used by anyone who presents the voucher code at the time of booking.
- Lost or Stolen Vouchers: We are not responsible for lost or stolen vouchers. Treat your voucher as cash and keep it in a secure place.
-No Refunds: Gift vouchers are non-refundable and cannot be exchanged for cash.

9. Modification of Terms
- Changes: The Secret Garden Rooms reserves the right to modify these terms and conditions at any time. Clients will be notified of any significant changes and continued participation in services indicates acceptance of the new terms.

By booking an appointment with The Secret Garden Rooms you agree to these terms and conditions. If you have any questions, please contact us at thesecretgardenrooms@outlook.com